Charged for renewal

system · 2017-09-28T18:57:49.000Z

Hi,

I have been charged £59.99 automatically for renewal (by DRI AVAST software). Auto-renewal was turned off so I should not have been charged. Despite being charged for this renewal I don’t even have the licence that the money was taken for.

I have submitted a ticket but since responding to Avasts initial response I have received no contact back, how long does it normally take to respond to tickets?

Thanks

DavidR · 2017-09-28T19:13:53.000Z

What is your support ticket ID number ?

How long ago did you submit it ?
Whatever you do don’t submit multiple tickets (or updates) as that could increase the duration. Tickets are handled on a first in first out FiFo order, so it could shuffle you back down the order.

system · 2017-09-28T19:28:39.000Z

#967588

Submitted 2 days ago.

I know its not too long but I don’t really have the money to be waiting for that 60 quid…

DavidR · 2017-09-28T20:34:12.000Z

Whilst the response to tickets has improved it can still take 5 business days (and on occasion longer) - it can also depend on the payment method as it also takes time from a refund being authorised to it being credited.

system · 2017-10-01T23:41:35.000Z

Is there anyway to contact avast via phone and get this sorted?

DavidR · 2017-10-02T07:42:23.000Z

Telephone support is handled by a 3rd party and deals with program related issues only. They don’t have access to payment details, they would tell you yo use the support ticket system.

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