Billings

General Topics
1

On 10/10/2014, I renewed my Avast Security for $21.95 and paid by credit card. It was a discount offer. But later, on 10/18/2014, I was auto renewed for $42.79? Doesn’t Avast check to see if the customer has already paid for the program? Now, I got a grand total of $64.74 paid for Avast Internet Security? :-\

I’ve tried calling them to get them to re-credit my credit card the $42.79 that was automatically deducted from my card, but to no avail. They do not offer phone service for billing so one could get this resolved quickly, but do offer support-via-email service. I got a grand total of 4 emails with no replies-still waiting. >:(

If I don’t hear from them by next week, I’ll have to contact my credit card company and have them take care of this. I will send them the two copies of the billings that I have posted below, then let them decide. :wink:

Below are the two copies of the Billings:

Here is a summary of your order, plus the installation instructions and several links you might find useful.

Order Information Billing Address

Order ID:
15555378142
Order Date:
October 10, 2014
Invoice:
Available at our Order Portal.
Password:

You will need the password for logging into an Order Portal to check details of your order. Name:
Daniel Presley
Address:

Youngstown OH 44512
US
Email:
dwdraw2@aol.com

Products in Your Order

Product SKU: ISE-08-001-12-MR
Product Name: avast! Internet Security - 1 PC, 1 Year
Qty Ordered: 1
Amount: $19.99

Subtotal: $49.99
Discount: -$30.00
Tax: $1.40
Total Price: $21.39

Auto-Renewal Order Summary

Product:
avast! Internet Security - 1 PC, 1 Year

Order ID:
13896140600

Price Charged:
Subtotal: $39.99
Tax: $2.80
Total: $42.79

Next Expiration Date:
October 18, 2015

If you want to check the order status or download an invoice, please go to avast.com/find-order, sign in, and check the order details.

The login credentials you need to sign-in are:
Order ID: 13896140600
Password:

2

Submit a ticket: https://support.avast.com/Tickets/Submit

3

“Auto Renewal” is a nightmare and is dicussed on many forums
I won’t buy software that imposes auto renewal without “OPT OUT” OPTION.

4

Thanks for the reply Asym.

I did send two by Ticket support. I’ll give them until next week for a reply and a fix. I think that is fair.

I don’t think they have the best support answers or links when it comes to billings inquiry. For instance, I thought about changing my credit card, but could find no where to do that? I did go to my account, but there was nothing offered there either? So, how does one go about changing their credit card choice?

Thanks for your time.

Dan

5

OK, report back.

6

The option to bypass it is there if you use custom install:
http://youtu.be/lMbJXy2lXQ4 - ( You’ll see it at the 50 sec. mark if you don’t want to watch the whole video. :slight_smile: )

7

That’s good to know Bob. :slight_smile:

8

Always happy to help. :slight_smile:

9

Thanks for the reply Bob.

I did have it on manual, but when I just recently changed hard drives, I forgot to reinstate manual. So, I got caught off guard.

I did receive an email from them saying that they would turn auto-renewal off, but nothing was said about the double billing? Not one thing. And they did get copies of the receipt for the 2 payments, so they are aware of the blunder. The question now is of honesty, integrity on Avast behalf. We’ll see what happens.

Thanks for your time.

Dan

10

Hope things work out for you. :slight_smile:

11

Thanks for the best wishes Bob-it paid off.

Well, it took four email (ticketed type) and a visit to the bank of the card involved. They in turned, called Avast and then I had a chance to discuss this on the phone and resolve this. Here is the phone number they gave me in case if I had any more card issues-mind you, I haven’t had any reason to try this number out yet, but it’s a toll free number anyone can call, so here is the number: 1 866 585 3215.

Following you will see the email reply that I received today after talking to them on the phone. My account was accredited:

Dear Daniel,

Thank you for contacting Avast Software.

As per your request, please accept this email as confirmation of your refund being approved for processing. We have now notified our online shop of the refund and they will arrange this transaction and notify you in due course.

We will continue processing your refund for each product where you have accepted the terms and conditions. Once you have accepted the terms of the return, your refund should appear within 5-7 business days.

If you have any more questions, please don’t hesitate to contact me again.
Best Regards,

Moroni Flores Cadin
Avast Software
Budějovická 1518/13A
140 00 Prague, Czech Republic

I want to thank every one here for their replies and support-thanks again.

Dan

12

You’re welcome.

13

Just curious, but does anybody know the secrets to getting to your credit card with no more than a few clicks? :-\

I’ve been through their help section, but there is nothing about getting to your credit card to edit it OUT! :frowning: I would like to take it off their billings, so that every time I renew, I would do it manually-on demand. This auto stuff has to go. >:(

Thanks for your time.

Dan

14

Glad your problem got solved. :slight_smile:

The secret is to install it with without selecting auto renewal in the first place.
This little video of my purchase should make that easy for you:
http://youtu.be/psfkdElTndA

15

Folks;

The bank called yesterday and notified me that my refund will remain in dispute until Avast makes the actual refund. Even though the refund was approved over the phone, it will be about 2 weeks for the processing to take place. :stuck_out_tongue:

But, the bank went on to say that they will keep a close eye on this transaction. They asked if I still had my receipts, I said, “yes,” and that if you need them, give me a holler in my email, and I will gladly send you the copies. 8)

The bank thanked me.

Thanks for your time. :wink:

16

Well, I finally got a refund on my “first” refund request. However; I haven’t got a refund on my second refund request, and it’s been over 12 days since I had an acknowledgement from them? :frowning:

According to Hoyle, I mean, the forum, it should take only about two weeks-I would imagine that would be 10 working days? :-\

I’ll wait another 5 days then submit another ticket to see what’s up. :wink:

Thanks for your time.

17

The refund was posted to your card on 25 October :slight_smile: If you have already disputed the charge, the refund can take longer or even be cancelled (we can not refund something that was disputed, as we need to justify the charges for the dispute), but there is nothing we can do about that.

18

Thanks for the reply Moroni.

This second one I haven’t disputed-yet. It’s been 12 days since I got an acknowledgement for my second refund. But the first one was disputed and resolved, and I did receive the refund. I was notified by the bank a few days ago.

But, what you are saying about the second one is that, If I put in another ticket, after another 5 days, that would set the refund back-maybe cancelled?? Why would a fifteen day wait, then re-ticket, set this claim back in confusion?? ???

Thanks for your time.

19

The order we refunded was not disputed, or at least we never got a notification for the dispute (as I said, we don’t refund disputed orders).

I just notice that you have a second ticket, for an order paid by Paypal. I will take care of it now, but could you please remove my name from your message on 25 October on this topic? Thanks :slight_smile:

20

Thanks for the reply and the work your doing for me Moroni.

I will remove your name from the conversation. 8)

Again, thanks for all that you have done-I do appreciate it. :slight_smile: