Avast WEBforum
Other => General Topics => Topic started by: REDACTED on February 22, 2017, 10:32:33 PM
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I've been using Avast for over 10 years now, it's my go-to anti-virus software. Saying that, I purchased the premium version over a year ago, for a computer of mine that I never use in the other room. I just saw on my bank statement that I got charged for another year of Avast, which I never really used in the past and definitely won't use this following year. I started a ticket to get a refund, since there's a 30 day money back guarantee. it's been almost 4 days now since I started the ticket and still no response. I couldn't afford to have this $40.00 pulled out of my bank account, but they did it anyways. I tried calling the support team, and got an answer from somebody with a heavy accent that was hard to understand. I explained to him what the problem was, and he told me that I'd have to pay $10 dollars to cancel the account. I asked him about the money back guarantee, and he proceeded to just hang up on me.
Is this common for Avast customer service?? I've been a customer of these products, for what seems to be forever, or since they started out and now I'm dealing with this. How long does it take to talk to somebody that will actually help me and not charge me another 10 dollars to cancel my account??
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First don't pay anyone to cancel the account.
You are still within the time frame for a response it is normally around 5 'business' days, but currently it may take a little longer than that. But having submitted a support ticket for a refund inside the 30 days it would still be processed.
Give it a few more days and if you haven't heard anything post again and give us the support ticket ID number and we will try to push it from this end.
Don't submit any other support tickets as it is a first in first out and multiple support tickets can push you further back.
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Okay, thanks for the response. I'll let you know in a few days if I hear back.
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You're welcome.
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Still heard nothing back, it's been 6 days now. My ticket number is #719992
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Still heard nothing back, it's been 6 days now. My ticket number is #719992
Reported to Avast. Let's see if that makes a difference. (Remember, this is the weekend - Non business day. ) :)
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Still heard nothing back, it's been 6 days now. My ticket number is #719992
OK, I have also reported it.