Unable to Cancel Avast Subscription

system · 2015-05-04T20:58:41.000Z

Several months ago my Avast subscription renewed without my consent and without any option for me to change it. I received an email that said I needed to “update my payment info” or else the subscription would be cancelled. Okay, I wanted it cancelled. But somehow it renewed anyway. In the renewal email I received some link, http://avast.com/find-order, that I could sign into but do nothing with. I was supposed to be able to manage subscriptions, change payment info, cancel subscriptions, but any time I’d try to do any of these things, I’d receive an error message and get signed out. To this day I am unable to edit account options.

Then I emailed Avast at http://www.avast.com/contact-form.php?loadStyles asking for a refund and to be able to cancel my subscription and delete my payment info. NO REPLY. Nothing. So I called my credit card company to contest the charge. They issued a temporary refund but contacted Avast, who apparently did something to make it so the charge came back to me.

So… why is it that I am unable to contact Avast, unable to cancel my account, unable to get a refund? Please give me my money back and leave me alone!! I don’t understand how you have unlimited power to do anything you want and don’t even bother to reply to customer emails. I think my state (Nevada) makes it illegal to auto-renew contracts for periods longer than one month. I don’t know why things have gotten this bad, but it seems now as though I’ll have to take legal action? Is that what it’s come to?

Also, I forgot to add: I was never able to use my updated order info to update my subscription to Avast. Basically, I’m out $50 and get absolutely nothing from Avast in return. (Oh, and the price of the product I never was able to use is $30 for new customers but $50 for loyal customers who’re auto-renewed and don’t have the option to opt out. Awesome.)

Pondus · 2015-05-04T21:02:39.000Z

avast support https://support.avast.com > submit a support ticket

bob3160 · 2015-05-04T21:02:45.000Z

Sorry you had a problem. I’ve reported this to Avast and hope they’ll respond here with further information for you.

moroni · 2015-05-05T09:10:46.000Z

Hi Contemplt!

I cannot find your ticket in our system. Do you have the ticket ID?

system · 2015-05-05T20:18:42.000Z

Yes, my ticket ID is #PLH-722-41863 . I just submitted a support ticket yesterday. The way I tried to contact customer service prior was through another means, the page I linked.

system · 2015-05-09T21:11:50.000Z

I find myself in the same position. I can find no place on the Avast site where I can change my payment information or cancel my subscription. There is not even a “Contact Us” link to write them. HELP. I don’t dislike Avast, just running with a different product for now. What am I missing?

bob3160 · 2015-05-09T21:39:42.000Z

Martin263 post:6:

I find myself in the same position. I can find no place on the Avast site where I can change my payment information or cancel my subscription. There is not even a “Contact Us” link to write them. HELP. I don’t dislike Avast, just running with a different product for now. What am I missing?

Follow the instructions already posted:
https://forum.avast.com/index.php?topic=170597.msg1211130#msg1211130

system · 2015-05-10T05:47:13.000Z

I had a similar experience when trying to sort out a licence issue.

Eventually i resorted to putting messages on Twitter and eventually they responded.

system · 2015-05-12T01:17:37.000Z

Bastards!! Trying to charge me $ 79.99 for automatic renewal for AvastGrime/Fighter protection, originally bought on 5/8/15, due for renewal on 6/7/15. I was unable to cancel on-line & this is what they told me by phone. I am changing to another antivirus protection outfit. The hell w scumbags!!!

bob3160 · 2015-05-12T02:27:42.000Z

jurekfmd post:9:

Bastards!! Trying to charge me $ 79.99 for automatic renewal for AvastGrime/Fighter protection, originally bought on 5/8/15, due for renewal on 6/7/15. I was unable to cancel on-line & this is what they told me by phone. I am changing to another antivirus protection outfit. The hell w scumbags!!!

Changing your AV is your choice. Use the link I posted and request the refund you’re entitled to.

system · 2015-05-13T03:22:22.000Z

I soooo feel for you. The same thing has happened to me. I can’t get ahold of a real person!!! to deal with this. I’m tired of sending tickets. I noticed the response after your post. How do we stop this ???!! :-[

schmidthouse · 2015-05-13T03:32:01.000Z

Jill11 post:11:

I soooo feel for you. The same thing has happened to me. I can’t get ahold of a real person!!! to deal with this. I’m tired of sending tickets. I noticed the response after your post. How do we stop this ???!! :-[

You have already stated your issue about Secureline and I suggest your post in the Secureline Sub Forum here:https://forum.avast.com/index.php?board=53.0

Submitting multiple tickets only puts you at the bottom again.
Each added ticket for the same issue starts the whole process from the beginning,
The process can take 7-10 Business days to complete/resolve.

system · 2015-11-23T05:15:29.000Z

i have been on the phone with them, 10 ticket numbers and still havent been refunded… anybody know how i can get my money back

bob3160 · 2015-11-23T13:17:06.000Z

bosslady03159 post:13:

i have been on the phone with them, 10 ticket numbers and still havent been refunded… anybody know how i can get my money back

Unless you enjoy spam, delete your email address from your post.
One ticket and some patience will get you your refund. Each new ticket stats the process all over again.
The phone call is to a third party not Avast and they have nothing to do with refunds.
Post your last ticket number here and we’ll see if we can get you some attentions. Just don’t fill out any more requests.

lukas.hasik · 2015-11-23T20:46:05.000Z

bosslady03159 post:13:

i have been on the phone with them, 10 ticket numbers and still havent been refunded… anybody know how i can get my money back

I removed the email address.
And escalated. But first ticket was raised on Friday… we didn’t get to it over weekend.

Contact form lead to PR team not support. We should fix the messaging

system · 2015-11-26T15:43:56.000Z

I’m having the same problem. I want a refund as per the 30 day money back guarantee and no one is contacting me back.
1st ticket submitted 6 days ago. Ticket ID 35781.
Now I have a new ticket ID in the hope that this might catch the interest of someone who my work for avast. Ticket ID 43203.

DavidR · 2015-11-26T16:14:06.000Z

s1howla post:16:

I’m having the same problem. I want a refund as per the 30 day money back guarantee and no one is contacting me back.
1st ticket submitted 6 days ago. Ticket ID 35781.
Now I have a new ticket ID in the hope that this might catch the interest of someone who my work for avast. Ticket ID 43203.

Submitting multiple tickets can have the reverse effect as they are handled in a first in first out basis, but submitting another ticket you are essentially moving it to the start point again.

system · 2015-11-26T16:18:10.000Z

Oh fantastic. So the 6 days of hearing nothing and I’m back to square one. I hope the 30 day money back guarantee is still honoured.

bob3160 · 2015-11-26T16:20:57.000Z

s1howla post:18:

Oh fantastic. So the 6 days of hearing nothing and I’m back to square one. I hope the 30 day money back guarantee is still honoured.

It usually takes 7-10 business days. Just be a little patient. If you submitted your request prior to the end of the 30 days, you’ll get your refund.

DavidR · 2015-11-26T16:21:28.000Z

s1howla post:18:

Oh fantastic. So the 6 days of hearing nothing and I’m back to square one. I hope the 30 day money back guarantee is still honoured.

The guarantee is based on applying within the 30 days not when it is dealt with.

That said I will try and attract some attention to your ticket number/s.

Announcements