Very angry and unhappy

General Topics
1

So I checked my account and found Avast had charged me twice this year once in Feb and once in June. Submitted a ticket yesterday after finding out there was no phone support for billing questions??? (really?) called them this morning and all the guy said was my ticket was submitted and they would get back to me in a day or two. I have repeatedly tried to cancel auto renewal per instructions and every time I log in it is back on auto renewal again. I asked the tech about this and he had no idea what I was talking about and just told me to submit another ticket. This is astoundingly bad customer service. So I will wait to see if they refund my money and then tell my bank to put a cancel on them. I’ve been with Avast for years and have never had a problem with them until now. This left such a bad taste in my mouth. Has anyone else had a similar problem?

2

My guess is that you have a subscription for multiple paid products from avast.

Please mention your ticket number here.
Do not submit a new ticket and do not change the current one as that would put you back to the bottom of the stack (FiFo).

3

@rokmelon - I can confirm that you have two purchases of Avast Internet Security. Our agent will contact you in the ticket to resolve it. PLEASE, don’t be surprised that one of your requests will be closed. Actually, it will be merged into the another one (it’s a duplicate request). Lets take the future conversation to a private channel.

In general there are 2 solutions for this issue

  1. merge the license into one license
  2. refund the duplicate order

About the phone support - you are right we provide only technical phone support now. We are working on a fix. In emergency cases you may contact our payment provider - DigitalRiver or Nexway directly, they provide phone support for their billing platforms.

@Eddy - the FIFO is 2 days now :wink:

Have a nice day
Lukas

4

2 days ?
That is good to hear, but I am gonna mis all those complaints about the long waiting times ;D

5

@Eddy - don’t worry. Regardless of the response time there are always some complaints :wink: Expectations rise.