Problem with payment !

Avast Free Antivirus / Premium Security
1

I would happily renew my license for Avast Pro
I have just not been able to do so for weeks, and now it has expired and I am unprotected - this post is my last attempt before I have to choose another virus protection.
I have written Avast who have forwarded my mails to digitalriver.

My bank warn me not to follow the advice given from Avast/digitalriver, as:

  1. there is no reason why my payment with VISA (which I have tried two times) should not be enough.
  2. the mails I receive from digital river show a lack of knowledge about bank transfer
  3. If I make the payment in the way that is suggested in the mails, I have no way to get my money back, like with a normal VISA transfer.

Here is the mails I have received:

Dear xxxxxxxx,

Thank you for contacting the online store.

We were able to locate 2 orders in the system with the order numbers
12762164328 and 13021624828. We show that both orders used a wire
transfer payment method.

Please be advised that we were not able to locate an order which used a
credit/ debit card payment method.

If no payment has been sent, please provide your bank with the following
wire transfer instructions:

Beløb:299,00 kr
Referencenummer: FIK 471111238531060
Beløbsmodtager: Netgiro Payments AB
Kreditornummer: 0191-3490564313

Please include your order number (For the order that you want to be
processed) in the reference section of your wire transfer. Failure to
include this information can delay, or prevent, the processing of your
order.

After we receive confirmation that our bank has received your funds, we
will send you an email notification. If you do not receive the order
confirmation email, please check your junk or spam mail filters. If
payment is not received within 20 business days, your order will be
cancelled.

If you were advised that you were charged on your VISA account by your
card issuer, may you please fax or mail a copy of your credit card
statement, so we can research the charge. Please circle the charge(s)
that are in question, and be sure to include your order number if you
have one.

Please keep in mind that online store charges only appear as “DRI*AVAST
Software a.s.”.

Fax: +353 (0)61 230002
Attn: Email ID: 26227300

Or Mail To:
Customer Service
Attn: Email ID: 26227300
Unit 153
Shannon Free Zone West
Co. Clare- Ireland

When sending us your information, please include your email address and
phone number so we may contact you if there are any questions.

We are sorry for the inconvenience.

Sincerely,
Jolli Mae D.
online store
Customer Service
avast@digitalriver.com
Email ID: 26227300

Original Message Follows: ------------------------

I have now contacted my bank about this.
They do not, as I do not, understand what is going on.

I gave them all the instructions sent by you, and they cant see the
reason why I should make yet another payment via “FIK”, since I have
already payed via VISA.
They informed me that if I pay via “FIK”, then Its probably a matter of
time before before the VISA transaction goes through and I get to pay
two times.

Their advice for me was to have the order cancelled and find another
product.

So - could you either sort this out, so that I can continue with Avast
(which would be the easiest for me)
or if this is not possible for you - cancel my order.

NB! A few days ago I tried once more to renew my Avast Pro, and the
same thing happened. My order was accepted, but I got a prewritten mail
that I shall contact my bank about the transaction… so please cancel
both orders, unless you can straighten it out so I can contionue using
Avast.
(See below)

Thanks,
xxxxxxxxx

Dear Customer,

Thank you for contacting the online store.

WE hereby inform that we have found in our system 2 order number:

Order number 12762164328 for avast! Pro Antivirus - 1 PC, 1year placed
on 11/07/2013 through wire transfer.

Order number 13021624828 for avast! Pro Antivirus - 1 PC, 1 year placed
on 22/07/2013 through wire transfer.

If you have placed a different order with a different e-mail address
please provide it and we will verify.

If you need furhter assistance please reply this e-mail.

Sincerely,
Simone
online store
Customer Service

From: Web Help
Sent: Monday, July 22, 2013 5:31 AM
To: Ole Larsen
Subject: Re: Avast a.s. - Awaiting Payment - Order ID: 12762164328
(KMM50814066I11273L0KM)

Dear Ole Larsen,

Thank you for contacting the online store.

We show that your order has been entered and is awaiting payment via
wire transfer.

Provide your bank with the following wire transfer instructions:

Beløb:299,00 kr
Referencenummer: FIK 471111236905829
Beløbsmodtager: Netgiro Payments AB
Kreditornummer: 0191-3490564313

Please include your order number in the reference section of your wire
transfer. Failure to include this information can delay, or prevent, the

processing of your order.

After we receive confirmation that our bank has received your funds, we
will send you an email notification. If you do not receive the order
confirmation email, please check your junk or spam mail filters. If
payment is not received within 20 business days, your order will be
cancelled.

We were unable to locate other orders placed via credit card.

We apologize for the inconvenience.

Sincerely,
Myra L.
online store
Customer Service
avast@digitalriver.com
Email ID: 26227300

Original Message Follows: ------------------------
HI again,

Its now more than 5-7 days since I placed the order, its 10 days since I
payed via VISA card (and 4 days until my Avast Pro runs out…)
I find this very strange…usually when one pays with VISA, payment
happens immediately, not after weeks…

From: Web Help
Sent: Thursday, July 18, 2013 10:27 AM
To: Ole Larsen
Subject: Avast a.s. - Awaiting Payment - Order ID: 12762164328
(KMM50772443I11273L0KM)

Dear Ole Larsen,

Thank you for contacting the online store.

We show that your order: 12762164328 has been entered and is awaiting
payment via wire transfer. If you made the payment buy banktransfer, it
takes between 5 and 7 days to compleet the order. If you don`t need the
order or this was placed by mistake we can cancel the order for you.

Provide your bank with the following wire transfer instructions:

Beløb:299,00 kr
Referencenummer: FIK 471111236905829
Beløbsmodtager: Netgiro Payments AB
Kreditornummer: 0191-3490564313

Please include your order number in the reference section of your wire
transfer. Failure to include this information can delay, or prevent, the
processing of your order.

After we receive confirmation that our bank has received your funds, we
will send you an email notification. If you do not receive the order
confirmation email, please check your junk or spam mail filters. If
payment is not received within 20 business days, your order will be
cancelled.

Sincerely,
Henk Horenberg
online store
Customer Service
avast@digitalriver.com
Email ID: 26227300

Original Message Follows: ------------------------
Hello,
I renewed my avast pro, and though I made the payment through internet
bank, I got this strange mail about contacting my bank (?)
I cant find any email address other than the one I am writing to now,
but maybe you can forward this mail to someone who can help.

Thanks,
xxxxxxxx

2

contact avast. http://www.avast.com/contacts

3

When you attempt to buy avast! from the webpage it gives you three options: Credit card, Paypal and Wire Transfer.

Seems that you’ve selected Wire Transfer when created the order, but then attempted to pay with a Visa card.

If you have already paid (I don’t know how), simply send the bank statement showing the payment to avast! or to DigitalRiver.

4

If you haven’t paid, which is probably the case, simply select payment again and this time choose Credit Card.

5

Thanks for your answers!

Thing is that actually DID choose “credit cart” when i made the payment. And after that I got a confirmation that said, Thank you for your order.
But afterwards I got all the messages mentioned above, and no explanation from support.

So I dont go down that road again.
I have “downgraded” to the free version, and stay there, unless I get some help/advice/explanation. There must be something wrong with Avast´s website, I must conclude… :-\

6

i have also just renewed for another 1 year on my account and i have payed through paypal, and it is taking ages to received the confirmation email from avast, I have ALREADY received the pay pal email to say that it has gone through/has been payed, waiting for avast…also added a ticket to support…about it…waiting for a response…

7

Hi opllars,

Did you actually got charged for this order?
If yes, please send me by email the confirmation of payment and I’ll have a look at your account. If not, you may attempt to purchase it again. Also, there is no risk if paying by wire transfer, the 30-day money back guarantee is the same.

8

moroni,

I am frustratingly get no where fast with this, and it is annoying me badly, I tryed to renew my 1 year subscription with avast internet security, at the time i had 25 days left until expiry(avast now says i have 24 left.

after paying for the renewal via paypal, i payed at 1:31am 18th august, i recieved paypal email to say it has been payed for, but had no confirmation email from avast with activation code/license file…

then later on i received this email:

Dear customer,

Thank you for your recent avast! software order:

  • Product:

    avast! Internet Security V8 - Subscription (PC) 1 user

  • Order#: 17274144

  • Date: 2013-08-18

  • Price: $29.99

Your order was put on hold because we suspect that this might be a duplicate order. Our records show that you had recently placed another order for a similar product.

Please let us know if you want to maintain this latest order. If you placed the order due to an activation issue of your previous software, or because you didn’t receive the e-mail containing the activation procedure and license file, please contact our customer service by using the following online form: http://avast.nexway.com/contact.html or call us at (415) 449-4798 (Mo-Fr 9am to 5pm PST).

NB: If we do not receive your answer within the next six business days, we will consider that this order is a duplicate and cancel it. The corresponding order amount will then be credited back to your credit card.
If you would like to maintain this order, please reply to this e-mail and to let us know.

Please do not hesitate to contact us for further information.
For a step-by-step description of how to activate your avast license, in case you continue to receive messages that your protection is about to expire, please check out our free video tutorial here:
http://www.nexway.com/activateavast

Best regards,

Nexway Sales Administration
Avast!/Nexway

Here the paypal transaction ID & the paypal order number for reference:

Unique Transaction ID48J38405RT932680P

Invoice ID: 21678120

This definately NOT a duplicate order, despite what the email says…

how can this be solved/fixed?

9

i also replyed to that email, and have had NO response from avast…

10

I had some serious issues with Digital Rivers handling as well and had to essentially email (almost to the point of harassment) both sales@avast.com and VLK (sorry but I find my money as important as your Avast payroll does). I wish I could giver better advice than that but Digital River sucks as bad as the company Avast had doing phone support (see, Im being nice and not even mentioning their name again but will remind you a simple web search would have shown their TRUE track record).

If you have proof of payment from your Visa account email sales… you shouldn’t have to go all the way to VLK, but if you do… he fixes it.

I know Avast is getting REALLY big as their software is being recognized by more and more institutions, companies, and enterprise. I know this can temporarily let one loose site of the big picture; yet some of these are brought up tiome and again (most the time chased off by the Ubers -don’t EVEN get why).

If Avast needs a MUCH better and more reliable POS system for internet orders… hit me up, I bet Im cheaper than DR by FAAAAR as well as more responsive, coordinated, and appreciative of Avast consumers. Do you need this or can you figure out the problems on your own VLK?

OFF TOPIC: Avast isn’t the only company Digital River has been letting down over the last year or so… :cry:

11

Hi jds1234,

Well, in fact the answer to your problem is in that email.

Your order was put on hold because we suspect that this might be a duplicate order. Our records show that you had recently placed another order for a similar product. Please let us know if you want to maintain this latest order. If you placed the order due to an activation issue of your previous software, or because you didn’t receive the e-mail containing the activation procedure and license file, please contact our customer service by using the following online form: http://avast.nexway.com/contact.html or call us at (415) 449-4798 (Mo-Fr 9am to 5pm PST).

You said you sent a ticket for support, I’ll take it today and will have a look at it if you have used the same email address there and here (if not, please let me know which address is registered with avast)
Also if you contacted Nexway already as it is says in the email, they shouldn’t take more than 24 hours to activate your new subscription.

12

thank god! i have just woken up…

and i have just seen 3 emails 1 from nexway, with all the codes, and the new license file! email 2 is from you moroni, saying there is no duplicate found…and a 3rd email from avast support saying they cannot verify my new purchase with the email address given…weird! as i have just had the new license file, i have just tryed the new license on my avast internet security, and it now works, and is a valid license for another year!