Author Topic: I can't cancel my subscription.  (Read 2341 times)

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Offline jhjjgu0115

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I can't cancel my subscription.
« on: July 06, 2019, 09:10:34 AM »
Order number could not be found using email address.

Also, we did not receive any payment information via email.

And you can't check any subscription information on the website.

The only thing I could see was that 47,747 won (Korea Won) was paid through a company called "DRI" in my bank account (we don't have an order number here either).

I have tried contacting you several times through the customer center, but only repeat the same words.

I only have the following information:

My credit card number and payment bank NHBank (or NH or NongHyup )
Avast AntiTrack Premium License Number :
Date of Charge: 2019-05-28 17:03:12 (GMT +9)
- 47,747 won (Korea Won) ($40)
« Last Edit: July 07, 2019, 08:18:39 AM by jhjjgu0115 »

Offline Asyn

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Re: I can't cancel my subscription.
« Reply #1 on: July 06, 2019, 09:33:35 AM »
-> https://support.avast.com/article/24/ (Orders/Renewals/Refunds)
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Offline jhjjgu0115

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Re: I can't cancel my subscription.
« Reply #2 on: July 06, 2019, 03:53:11 PM »
ar u kidding me?
Why do you repeat the same thing like a parrot?
You haven't read a single word right?
I don't know how to get the information I can't get from the website or the customer center.

Offline bob3160

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Re: I can't cancel my subscription.
« Reply #3 on: July 06, 2019, 05:09:50 PM »
ar u kidding me?
Why do you repeat the same thing like a parrot?
You haven't read a single word right?
I don't know how to get the information I can't get from the website or the customer center.
Use the following to get help, https://support.avast.com/article/24/ (orders and refunds) if you don't have an order # use 00000000 then explain your problem.
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Offline jhjjgu0115

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Re: I can't cancel my subscription.
« Reply #4 on: July 06, 2019, 11:44:14 PM »
I tried.
But I only got mechanical answers, and they couldn't find any my subscribtion information.
If check the license number, can find the payment information but,  Are they not doing it or not?

They only require the same information as the website.

Subscription path: avast antivirus program -> antiTrack Premium (free trial)
Email:
Full Name:
Credit card No: xxxxx xxxx
Company: DRI
Subscription Date: 2019-04-28 to 29 (not sure)
Payment Date: 2019-05-28 - 17:03:12 GMT+9
Amount:
In other words, I've done everything I can, so I'm asking people like people here.
All I can do now is write here for help or turn the investigation over to the police.
I hope it will be resolved here.
Here, I checked through the "order number" keyword and found a case that was missing before as same as like me.
« Last Edit: July 07, 2019, 08:18:24 AM by jhjjgu0115 »

Offline DavidR

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Re: I can't cancel my subscription.
« Reply #5 on: July 07, 2019, 02:11:22 AM »
1.  It isn't advisable to post your email address in a publicly available website, it could be harvested and you get inundated with spam.

Also posting your license number could also see that harvested and used on other systems.  This could ultimately result in that license number being blocked/withdrawn.

2.  If you didn't receive any payment email there is a possibility that you entered your email address incorrectly. 
I don't know how you found your licence number if you didn't receive any email.

3.  Bob's suggestion to use the 00000000 as the order number should at least get you in to be able to create a support ticket and explain the problem.  Giving as much information as possible in the same way you have in this topic.  Hopefully that should at the very least get a response email and a support ticket ID, that we can try and chase up.

The people that have responded in this topic are avast users like yourself.
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Offline jhjjgu0115

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Re: I can't cancel my subscription.
« Reply #6 on: July 07, 2019, 08:21:35 AM »
Okay, how do I find out if my e-mail information is wrong? Do I have to pay by credit card forever?
Shouldn't you at least check the payment details with my credit card number?
Why can't you do a single inquiry through my credit card number?
« Last Edit: July 07, 2019, 08:24:55 AM by jhjjgu0115 »

Offline bob3160

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Re: I can't cancel my subscription.
« Reply #7 on: July 07, 2019, 02:15:22 PM »
Okay, how do I find out if my e-mail information is wrong? Do I have to pay by credit card forever?
Shouldn't you at least check the payment details with my credit card number?
Why can't you do a single inquiry through my credit card number?
David just like I are Avast users. Only Avast employees can do what you are asking.

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Offline jhjjgu0115

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Re: I can't cancel my subscription.
« Reply #8 on: July 08, 2019, 09:57:01 AM »
They can't give me a refund after a month.
I sent a lot of messages a month ago.
And I've been talking about sending messages a month ago, but I still have mechanical answers.

This is a blatant fraud and we need to tell you about it on the Internet.
Thank you all for your reply.

Offline DavidR

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Re: I can't cancel my subscription.
« Reply #9 on: July 08, 2019, 02:39:23 PM »
They can't give me a refund after a month.
I sent a lot of messages a month ago.
And I've been talking about sending messages a month ago, but I still have mechanical answers.

This is a blatant fraud and we need to tell you about it on the Internet.
Thank you all for your reply.

If you are talking about using the support ticket system (which you have said)
Quote from: test
Order number could not be found using email address.

Also, we did not receive any payment information via email.


And you can't check any subscription information on the website.

We have suggested that the original problem is one of entering the wrong email address when purchasing.

Quote from:    jhjjgu0115
I have tried contacting you several times through the customer center, but only repeat the same words.

Are you getting a Support Ticket ID number with these replies ?

You really need to try and follow what you are suggesting, creating a support ticket with the Order ID number of 00000000 as they won't be trying to find that order number against the email that you are giving. 

Here explain that you believe the wrong email might have been given at the time of order.  Now you can give the information that you sought to give here (in a public forum) to help them pin down your purchase, so they can cancel it.

This is no fraud, there is a problem that needs to be resolved (an error in the initial purchase) and we have been trying to help you with that.  But we aren't getting any positive feedback from you, until you try what we have suggested, this is likely to continue.

But in a public forum (we are trying to protect you against your details being harvested) and as Avast users there is only so much we can do to help.
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Offline BWhit

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Re: I can't cancel my subscription.
« Reply #10 on: July 08, 2019, 05:06:30 PM »
Hi jhjjgu0115,

I have responded to both the PM and the latest email that you have sent.

As suggested, an incorrect email address was used at the time of signing up to the trial which has caused the ensuing issues. I am sorry that this was not recognized earlier when you requested the refund.

I can confirm that I have now notified our distributor about the refund and they will arrange the transaction for you now.