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Author Topic: CANCEL AUTORENEWAL  (Read 6310 times)

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Offline atulcanberra

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Re: CANCEL AUTORENEWAL
« Reply #15 on: July 17, 2019, 02:42:58 AM »
Thank you Bob,
I really appreciate you taking time to respond.
Help link only takes me back to forum.
I tried using the contact us form yesterday with the correct oder ID and screenshots in the attachment but the web form had a persistent issue when I clicked on submit at the bottom of the contact us form, the web page tried to process the information and fell back on the same screen. I assume it was not finishing the submission process.
I tried contact us form again this morning and it has gone through.

Cancellation should not be this difficult. I hope avast is listening to customers feedback.

You have a good day Bob
« Last Edit: July 17, 2019, 03:02:04 AM by atulcanberra »
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Offline bob3160

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Re: CANCEL AUTORENEWAL
« Reply #16 on: July 17, 2019, 03:21:01 PM »
Quote from: atulcanberra on July 17, 2019, 02:42:58 AM
Thank you Bob,
I really appreciate you taking time to respond.
Help link only takes me back to forum.
I tried using the contact us form yesterday with the correct oder ID and screenshots in the attachment but the web form had a persistent issue when I clicked on submit at the bottom of the contact us form, the web page tried to process the information and fell back on the same screen. I assume it was not finishing the submission process.
I tried contact us form again this morning and it has gone through.

Cancellation should not be this difficult. I hope avast is listening to customers feedback.

You have a good day Bob
You are correct. Customer service should always be your most pleasant encounter with any company.
Have a great day.
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Offline atulcanberra

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Re: CANCEL AUTORENEWAL
« Reply #17 on: July 18, 2019, 03:58:10 AM »
Just an update.
Got a reply from Avast support team.
They confirmed the cancellation is reflecting on their side.
I was glad to see that confirmation which still leaves me thinking why the pop up 2 days after I cancelled the subscription showed my renewal will take place in 16 days.

Hope some of these problems get fixed by Avast.

Product is great, just need some improvement in the customer experience.

Telling myself no more whining now, it's all good :)
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Offline atulcanberra

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Re: CANCEL AUTORENEWAL
« Reply #18 on: July 30, 2019, 02:41:23 PM »
So latest update (16 days after my last post) :
My credit card was charged and I was billed for the renewal in spite of getting confirmation from customer service that my auto-renewal was canceled.
Avast software portal still shows my subscription is ending in 48 hours.

I hope someone out there fixes the bug of auto-renewal and subscription before the matter goes to the consumer watchdog.
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Offline Susan180

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Re: CANCEL AUTORENEWAL
« Reply #19 on: July 30, 2019, 04:36:54 PM »
hi,
i need urgent assistance as avast has charge my credit card for the auto renewal subscription without my confirmation. The order ID is 64405331700 and 64405608100. i have sent in my request for refund via the link given since last saturday 27 july but until today avast still didnt responds me. pls help to follow up my request. thank you
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Offline bob3160

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Re: CANCEL AUTORENEWAL
« Reply #20 on: July 30, 2019, 05:02:33 PM »
Quote from: Susan180 on July 30, 2019, 04:36:54 PM
hi,
i need urgent assistance as avast has charge my credit card for the auto renewal subscription without my confirmation. The order ID is 64405331700 and 64405608100. i have sent in my request for refund via the link given since last saturday 27 july but until today avast still didnt responds me. pls help to follow up my request. thank you
It takes 7 to 10 business days. Be patient.

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Offline BWhit

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Re: CANCEL AUTORENEWAL
« Reply #21 on: July 30, 2019, 05:48:58 PM »
@ atulcanberra,

I'm very sorry for the confusion, but the order that was renewed was registered to a different email address from the one which you contacted us from. Your subscription registered to the email address you contacted on from was cancelled - this may also explain why you were having issues trying to get the renewal cancelled correctly before contacting us. I have now cancelled the renewal, and the funds will be returned to your account. Please be aware, it may take between 5 to 7 business days to complete the refund process, and to have the funds back in your account.

@ Susan180,

I can confirm that the orders have been cancelled and refunded for you, and you should receive confirmation of this today via email. From this stage of the refund process, it should normally take 5-7 business days for the funds to be back in your account.
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Offline atulcanberra

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Re: CANCEL AUTORENEWAL
« Reply #22 on: July 31, 2019, 04:04:32 PM »
Thank you Ben for your prompt service.
I do appreciate.

I am not sure how this confusion of email came about. I did not get any notification to another email address for the renewal warning.
Glad you picked it.

Thank you again.
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