How long does it take for customer support to process a ticket?!

system · 2017-02-14T21:51:21.000Z

I had the 30 day free trial of SecureLine and I decided not to keep it but 2 days before my 30 days were up I got a charge show up on my debit card for the program! I uninstalled it from my avast and submitted a ticket…which has yet to be answered. How long does it usually take to hear something?

Ticket #709834

Rednose · 2017-02-14T21:56:54.000Z

Hi richardlassitter, welcome to the forum

Normally it takes 1-5 business days to get an answer.
If that is not te case, let me know and I will put it forward for you.

Greetz, Red.

system · 2017-02-21T21:58:23.000Z

Rednose post:2:

Hi richardlassitter, welcome to the forum

Normally it takes 1-5 business days to get an answer.
If that is not te case, let me know and I will put it forward for you.

Greetz, Red.

Thank you! It’s definitely been informative looking through the other posts.

My ticket has been “in process” for 10 days now. Not sure what’s happening with it. The ticket # is 709834.

Eddy · 2017-02-21T22:44:06.000Z

Just as info:

The standard trial is 7 days, not 30 days.

Simply said :
The “extended” (30 day) trial means you took a subscription of which the first 30 days are free of charge.
You should have disabled the auto-renewal in time.

You should count in business day, not weekdays.
Nevertheless 10 days (= 8 workdays) is not normal for avast to not respond to a ticket.
Did you check your spam folder for a mail from avast ?

system · 2017-04-09T19:01:15.000Z

Rednose post:2:

Hi richardlassitter, welcome to the forum

Normally it takes 1-5 business days to get an answer.
If that is not te case, let me know and I will put it forward for you.

Greetz, Red.

Have been waiting for some days for a return of my money for this products license, which by the way, simply does not work in the United Kingdom.
Can someone in this place please provide a solution I have raised one “technical assistance” ticket and a “billing” ticket and I haven’t had a single reply or acknowledgement of the issue. I honestly feel ripped off.

Eddy · 2017-04-10T06:05:00.000Z

It does work in the UK.

system · 2017-05-08T23:29:06.000Z

I have submitted a ticket for a refund 5 days ago and still nothing

Eddy · 2017-05-09T06:23:02.000Z

As there was a weekend, that is 3 workdays.
If you have received the confirmation email, have patience.

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