Cancelling PC Clean Up - Impossible

[Lilli6]

My daughter (this is her account) signed up for a free trial for PC clean up and input her card details (a mistake she won’t repeat) she never received a confirmation email so has no order number. She tried repeatedly to cancel this but it doesn’t recognise her email. You have now taken £40 from her bank, she has just turned 16 (was 15 when she signed up) and is at college so income is limited to pocket money. She has been saving to buy gifts for Christmas and you just wipes half her savings out. We have tried finding the order number but it says the details (email and last 4 digits of card) are invalid. They were valid when you took £40 out of her bank! She can’t cancel the subscription as none show in her account - even though you have taken £40 for one - is this getting repetitive? Well the last three hours of trying to figure out how to sort this out for her have been very repetitive for me too. An impossible task ... and I have worked with PCs for over 20 years. I want her money refunded and her subscription cancelled - you have no UK number to call for support. I would appreciate you responding to this ASAP.

[Asyn]

-> https://support.avast.com/article/24/ (Orders/Renewals/Refunds)

[Lilli6]

I have obviously been to that link. You need an order number to request a refund and I can’t cancel the subscription as it doesn’t show she has one - hence my frustration - your ‘help’ pages are no help at all. This response does nothing to assist at all. I wouldn’t be posting here if we hadn’t already tried all the options

[Asyn]

Just enter/use 00000000 and explain it in your request.

[Lilli6]

Thank you, I have tried that. Let’s see what happens now. Hopefully they will respond and sort this out ASAP for her as they have wiped out half her savings! I find it incredible how difficult the cancellation process for subscriptions is. Call me a cynic but the only reason I can imagine it is so difficult is to take money and hope most will give up on getting a refund because it’s so impossible. I won’t be giving up on getting her money back though, no way are they conning a 16 year old out of her savings!

[Asyn]

You're welcome.