Money charged without creating an email account

General
1

Hello,

A few months ago, I tried a free trial during which I entered my email address, but I never received any verification code. I asked the Avast support AI whether I would be charged if my account was never created and I never received any verification email. I did receive a confirmation from my bank regarding the free trial, and I was told that I would not be charged without verifying my account.

Today, I received a notification that €72 had been charged by Avast, and I have no idea what I am even being charged for. I only have one email account, and I have checked my other emails as well, but there is absolutely nothing there. When I try to log in to Avast, my email address does not even exist in your system.

Therefore, I have not received any invoice, notification, or any other information by email — I have checked my spam folder as well, and there is nothing there.

So basically, I have been charged €72 without authorization and without receiving any information or having any way to properly contact support. The only way to contact support seems to be through a form that requires an order number — but how am I supposed to provide an order number when I never received anything by email and the account does not even exist?

This is absolutely unacceptable and extremely frustrating. I want to know what this charge is for and I want the €72 refunded immediately.

2

First, I’m an Avast user and not an Avast Team member.

The 60 day Free Trial can only be undertaken by creating a Payment Mandate, which unless cancelled would be automatically debited from the Bank Details that you gave ?

I use the Avast Free Antivirus product and have never used the 60 Free Trial product, so I can’t speak from personal experience. But I don’t know why you wouldn’t have received an email, a typo perhaps.

I will try and draw some Avast Team input into this matter.

3

Hi @1hateavast, and sorry for the delayed response. I checked your support case 25037829 and can see there was a typo in the email address associated with your order. The issue has since been resolved and your case is now closed.

Let us know if there’s anything else we can help you with.

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