COMPLAINT!!!!!

[lucD]

The original poster does have a point. I am a free user, I don't expect customer service (I'm not paying for it) and I will come here if I ever need technical assistance ... but if I paid for the product I would expect to be able to contact Avast with any customer service issues or for technical support by phone or online and I certainly wouldn't accept ten days to respond to a ticket (and it's not clear that they're even much good at meeting that).

[lukas.hasik]

Hi, I'm sorry that processing your request take so long. We'll look at it.

You are right that Customer Care/Service should take care of those cases that you mentioned. For those who prefer self help there are articles http://www.avast.com/en-us/faq/AVKB126#artTitle or http://www.avast.com/en-us/faq/AVKB136#artTitle

Happy New Year!
Lukas

[REDACTED]

Aloha, I just got an email the other day saying AVAST is going to automatically charge me more for the next billing. I called and got a rude woman named Ruth, arguing with me about the renewal button. Then I went online and deactivated my renewal. I want my billing information deleted but no one is willing to help from AVAST. The site is only for tech problems. I have made a complaint at the Better Business Bureau, I have cancelled my credit card and I am going to spread this online. AVAST is doing illegal business in the US by charging double the amount for a renewal and not telling customers about it in the first place. I hope they go out of business.

[lukas.hasik]

Heidi, I can confirm that your autorenewal is set to OFF now. Your credit card won't be charged.

I'm confused now. You said that " I just got an email the other day saying AVAST is going to automatically charge me more for the next billing" but later you complain about avast "not telling customers".

I'm really sorry for your experience with Ruth on phone.

[REDACTED]

For some reason this auto renewal is not brought to the attention of the customers until we get an email or charged a year later.  AND THE CHARGE AMOUNT IS DOUBLE THE COST OF THE ORIGINAL CHARGE. I have two purchases on AVAST and I could only turn one off because I don't have the password for the other. The site will not let me in to my past purchases without some password, which AVAST said they would send to me in an email and I have not seen the email yet. Also, AVAST is not even supposed to be saving our CC# information unless we allow it. I have been online long enough to know how it is done legally. My credit card sites are very professional and offer information about saving my CC information and they make it clear about their auto renewal programs. Avast is not doing this legally. Customers must be notified of the CC# being saved and an auto renewal button in ADVANCE. You cannot just tell us it is there a year later. I have been with AVAST a long time and I have never seen them do this before. This company seems to be getting a bit too shady for me. I am out of it. I am not the only one complaining about these strange charges, just look at the customer complaints on FB and this forum.  I have reported these bad business habits to the BBB. I hope they look into it.

[Eddy]

You are wrong about several things.
Every company is allowed to store certain info about your credit card if you use it to pay something.
- The card holder’s name
- The card’s account number
- The expiration date
- The Card Security Code (CSC), also called the Card Verification Value (CVV)

Info like SSN is not allowed to be stored.

IIRC, in the confirmation email after my purchase the auto-renewal was mentioned.
I also already saw it on the website when before ordering.
It is just a matter of reading what is on the screen/site.

There is nothing for the BBB to look into since avast hasn't done anything wrong.

just look at the customer complaints

You are forgetting that people who have a problem are posting, but that it is very rare that someone who hasn't got a problem is posting saying so. That makes it look like there are a lot of complaints while in fact only a few do.If everyone who doesn't have a problem with the auto-renewal would post here there would be 100(?) million posts more here.

I could only turn one off because I don't have the password for the other.

If you made the payment through Digital River, contact their support and they will help you.

[bob3160]

"Every company is allowed to store certain info about your credit card if you use it to pay something.
- The Card Security Code (CSC), also called the Card Verification Value (CVV)"
Sorry but the Merchant may not store that part of the information.

[lukas.hasik]

• Avast itself doesn't store any data about your credit card. All payments are processed by payment providers which are taking care of it. And they are folowing exactly the same policy as any other institutions working with money. You can read the whole document at - https://store.avast.com/store/defaults/en_US/DisplayDRPrivacyPolicyPage#informationSection
• about different price for auto-renewal - the prices are changing all the time. Sometimes you buy avast in a promotion or with a discount. Unfortunately, prices aren't fixed (almost everywhere, right?)
• about email/login - we are working on improvement of the process. However some authentication will be always required. If our articles won't help - https://www.avast.com/faq.php?article=AVKB136 and https://www.avast.com/faq.php?article=AVKB126, then you can always contact us at support.avast.com (or go directly to https://support.avast.com/Tickets/Submit/RenderForm/27/&cls01&ptf01&lic01&scr06

[REDACTED]

I was double billed and have not received an answer to message.  Why is there no live person to help with these kind of issues.

[Milos]

I was double billed and have not received an answer to message.  Why is there no live person to help with these kind of issues.

Hello,
where do you sent the message? If you have ticket ID, post it, please.

Milos