Hello, recently I was investigating a charge on my paypal account. As I was looking I happened to stumble upon a charge from Nexway. Not recognizing the name, I clicked on more info and seen that it was set up for auto payments. I canceled the auto pay through paypal, and began investigating Nexway before I disputed the charge. My investigation led me to learn that Nexway handles billing for Avast. That had me stumped as I have been using free avast for the last two years. It then dawned on me that I did have Avast Internet Security installed on my Alienware laptop. A laptop that coincidentally hasn't been operational for the last two years. But I didn't recall having auto renew on the Avast. I figured oh well, I guess at least I can upgrade my avast for my new computer since I just paid for a new year of avast. From the application itself, I tried to log in. It kept telling me that my email was invalid. Ok, weird. So I went to the avast website and tried to log in. Same message. So I went to my email. Thankfully I save everything billing related, however I guess I need to check it more often as I would have seen the notice for auto renew. A quick search of my email shows my avast info back since 2012. Opening the most recent it was a thank you for renewing and it said if I had any issues to contact customer service. It also showed my email and a password to use once I clicked the link. I also felt that was a little weird, especially the password part. At this point I was beginning to panic again. But I clicked the link as I had seen that Nexway was approved by avast. I was able to log in there with no issue. Which again is weird since it says avast everywhere on the site, not Nexway, but I cant login to the actual avast site (where I downloaded from in 2012)? It showed the same history back thru 2013 (2012 i used free). So from here I clicked to reinstall my purchase thinking it might be a bug. No issues with the download. Application asks for licence file, email from 2012 had that so I downloaded that. Application says it is not a valid licence file. Ok... so again from the application I try to enter my email and it again tells me there is no matching email on file.
By now I am getting angry because not only am I out $80.00 for the last two years, but I cant even use the service I paid for. I try to remain calm and go back to the official Avast website. I called the customer service number; 1-866-951-7679. I spoke with Kelly. I gave her the invoice number from my email. She said there was nothing on file for my email or that invoice number and asked me to explain the issue I was having. So I did. Once I was done she said my issue was with Nexway and I needed to contact them as she was affiliated with digital river. How did i get from avast customer service to digital river? Also I could not find a phone number for Nexway. But now, (thinking that I was being scammed) I wanted Avast itself, not an affiliate to help me.
Its so much easier to talk to a live person rather than deal with waiting on emails or forum replies. Especially in a complicated situation such as this. But I am giving it a shot before I dispute the paypal charges and file a complaint with BBB. Like I said I have used one version or another of Avast since 2012 and have been happy until now. Thank you for any help.
