Got charged by DRI*Avast Software even though I did not oder anything

[Eddy]

In my first post I already told you submit a ticket.
And it is really easy to find where to do it: http://lmgtfy.com/?q=avast+ticket

[REDACTED]

@Eddy, Thought you'd done with me.
Your first post....
Most likely you have the auto-renewal enabled.
You should have gotten 3 mails before the auto-renewal took place.

As has been explained many time, avast is trying to handle tickets within 10 business days.
You just have to be patience after submitting a ticket."

1/ I don't want a 'ticket' whatever that is. I don't know. I wanted to look for a complaint process and couldn't find one.
2/ Your post had no link as Bob's did.
3/ The link you posted in the last post takes me to a funny google page and then to something from Avast. No indication of a complaint process.

Bob was a great help thanks and I have now initiated a complaint process.
Thanks.

[bob3160]

Bob was a great help thanks and I have now initiated a complaint process.
Thanks.

Let us know once the problem has been resolved.
Thanks

[REDACTED]

@Bob 3160.

Avast maintain I purchased Avast pro a year ago.
That the charge was an auto renewal.
They have agreed to refund me.

I still maintain I never purchased or recieved any product from them.
Have searched my pc and only have Avast free.

Anyway they have acted promptly, cancelled the auto payment and instigated a credit.

So I am happy.

Thanks.

[bob3160]

@Bob 3160.

Avast maintain I purchased Avast pro a year ago.
That the charge was an auto renewal.
They have agreed to refund me.

I still maintain I never purchased or recieved any product from them.
Have searched my pc and only have Avast free.

Anyway they have acted promptly, cancelled the auto payment and instigated a credit.

So I am happy.

Thanks.

At this point, I'm glad to hear that the misunderstanding has been resolved and your system is back to being
protected by the free version of Avast.
It would be nice if that renewed automatically next year.

[REDACTED]

This topic is old, but I found it when I was searching for other people who have had the same thing happen to them. I downloaded the Avast Free Antivirus one year ago, and just received an email receipt from Avast letting me know that my subscription has been renewed and they are charging me $43.19. I checked the invoice and it says I have Internet Security. I did not download the internet security option, only the free antivirus. I never gave Avast my bank account information, so I don't know how they could have gotten it to charge me for this. I submitted a ticket and will get a refund, but I just wanted people to know this also happened to me.

[bob3160]

Reported to Avast.

[REDACTED]

Great Day Friends,

after reading the information here and taking action, I received a message of halting the auto renewal of avast security. I am still confused of how we went from free to otherwise but have to admit to not  remembering the full policy of software usage. Either way, avast responded quickly and I am left to decide what internet security software to buy. LOL Truly, in the end I will buy software. I'm still amazed, however, at my bank account being charged. With that in mind, I think I may return to purchasing said software on CD and preventing exchange of sensitive information.

Altogether, I only wanted to note avast's willingness to respond and clear up the described issue.

[Eddy]

The only way I can think of how avast got the bank account/credit card number is that if a person had bought a paid product in the past or has used a trial of a paid product.
It can be someone in the same household that did so.

[REDACTED]

Well I just received my Mastercard statement with one of these charges, in this case GBP14.99, for which I have no recollection of ordering. I have been using Avast free on my pc for years without such a problem, and on my mobiles for two or three years.

I went to the Digital River link supplied  here and found a special place to enquire about such charges:
https://www.findmyorder.com/sstore?Action=DisplayHomePage&SiteID=findmyor&Locale=en_US

It is described as follows:
.....................
Important

If you have a charge on your recent billing statement with a description such as, "DRI*" "DRI" or "Digital River" and do not recognize this charge, please look up your order using your email address and last 5 digits of your credit card.

If you are unable to find your order using your email address and last 5 digits of your credit card, please look up your order using your order number and password. Forgot your password? Click here.
....................

Unfortunately the first option did not come up with a response and the second was not applicable since I did not have an order number or password. But this is obviously a problem affecting many people recognised by DR sufficiently for them to have this special page on their site.

I passed the message to their CS department through their Contact system and am awaiting their response.

I'll post it when received.

[moroni]

Hi edmoore,

I couldn't find any subscription registered under your email address indeed.
As we would need some personal details in order to find the transaction, could you please open a ticket here https://support.avast.com/support/tickets/new?form=1 ?
I'll contact you once you there

[REDACTED]

Sorry, Moroni, I didn't read your response. However I did get a response from the CS department who initially couldn't find the transaction but after I sent them a scan of the statement responded immediately with this:

quote
We've checked our system using the information provided in your attached billing statement and show that the charge of GBP14.99 on March 25, 2016 is for Order Number 15783849462 for the purchase of Avast Cleanup - 1
PC, 1 Year.   
If this was an unauthorized charge of your account, please reply to let us know and we will initiate a refund.
unquote

I'm not sure why they want me again to tell them that this was an unauthorized charge but I have and they presumably will cancel it. My big concern is WHERE DID THEY GET MY CARD DETAILS?

I only noticed this charge by accident and I can imagine that the proportion of people who would ignore a small charge like this would be high. That means that Avast could be holding a lot of cash to which they are not entitled. Is anyone investigating this?

[moroni]

I only noticed this charge by accident and I can imagine that the proportion of people who would ignore a small charge like this would be high. That means that Avast could be holding a lot of cash to which they are not entitled. Is anyone investigating this?

Nope. It means that somebody got access to your credit card details and make an order using it.
Are you sure you don't recognize the details of the person who purchased this order?

[REDACTED]

Well, Moroni, that's an interesting suggestion but, to me, seems far-fetched. Someone obtains the details of my credit card and then profits by buying an Avast product for  less than $20? Sorry, don't buy that.

Also do not have any details of the "person" that made the charge, only of the account that charged me, i.e. Dri Avast.

[moroni]

Well, Moroni, that's an interesting suggestion but, to me, seems far-fetched. Someone obtains the details of my credit card and then profits by buying an Avast product for  less than $20? Sorry, don't buy that.

Also do not have any details of the "person" that made the charge, only of the account that charged me, i.e. Dri Avast.

Marianne T_____
Voula, GR

marianne.t_____@gmail.com