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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on October 31, 2016, 02:42:40 PM

Title: Anybody out there?
Post by: REDACTED on October 31, 2016, 02:42:40 PM

I have run AVAST for a few years, in October they took out £29.99 out of my account without my authority,I have sent three e-mails via their contact form, the first was read on the 8th of Oct by Steven,the money has not been put back, and now because it has put me overdrawn I have just had a bank charge of £20 added. So anybody can help me or give me a e-mail address with a person at the end, thankyou.

Title: Re: Anybody out there?
Post by: Pondus on October 31, 2016, 03:17:00 PM

contact avast > https://support.avast.com/support/tickets/new

Title: Re: Anybody out there?
Post by: DavidR on October 31, 2016, 03:22:37 PM

You need to contact avast via the support ticket system.

-  Support Ticket Refund - https://support.avast.com/support/tickets/new?form=2 (https://support.avast.com/support/tickets/new?form=2)

I don't know how they would have taken it if you didn't give your authority (and payment details), is it possible that you had the auto renewal function on your payment instruction ?

Title: Re: Anybody out there?
Post by: Eddy on October 31, 2016, 04:31:58 PM

avast can only order a payment if the user gave permission for it (e.g. through auto-renewal)
If auto-renewal was enabled and it took place, it was with the users approval.
Before auto-renewal takes place the user is send 3(!) email notifications about the upcoming auto-renewal, giving the user enough time to disable it before it takes place.

Title: Re: Anybody out there?
Post by: moroni on October 31, 2016, 08:58:44 PM

Hello alan-robinson,

I am afraid that the delay in a resolution for your case is due to a miscommunication problem. The only email we got from you was actually an inquire regarding what the charge was about. Steven replied on 10 October indicating that it was for the renewal of your Avast Pro Antivirus subscription, and explaining how the auto renewal feature works.
We haven't receive any email from you since then, so we weren't aware that you were actually waiting for a refund.
I will ask Steven to process your refund tomorrow first thing in the morning.

Title: Re: Anybody out there?
Post by: =Snake= on October 31, 2016, 09:07:54 PM

@moroni

What Steven do you mean really? Edit: 'Steven Winderlich'? He doesn't exist anymore.
 ???
=Snake=

Title: Re: Anybody out there?
Post by: Secondmineboy on October 31, 2016, 09:18:31 PM

Quote from: =Snake= on October 31, 2016, 09:07:54 PM

@moroni

What Steven do you mean really? Edit: 'Steven Winderlich'? He doesn't exist anymore.
 ???
=Snake=

He means an Avast staff member like Steven Fearn for example :)

Title: Re: Anybody out there?
Post by: bob3160 on October 31, 2016, 10:30:38 PM

@ Snake,
I'm sure that alan-roinson know exactly which Steven moroni is talking about. :)
moroni's response was also direct at alan-robinson. :)

Title: Re: Anybody out there?
Post by: =Snake= on November 01, 2016, 07:52:16 PM

Quote from: bob3160 on October 31, 2016, 10:30:38 PM

I'm sure
moroni's response was also direct at alan-robinson. :)

Fine for you. I didn't see that at that time.