Author Topic: Why can't I find email support?  (Read 2678 times)

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Offline Tiffany63

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Why can't I find email support?
« on: December 15, 2019, 09:04:27 PM »
My bank account was just charged over $50 for a service that I don't have, never ordered, and don't want.
It's not from a trial because the software isn't on my computer and I never accept a trial if I have to give banking information.
This is theft. Theft that put my bank account into the negative.
Even if I get the refund, I will now owe my bank a $32 overdraft fee, so $20 will still have been stolen from me in the end.
But it seems the only way I can get a refund is to spend gas that I don't have to go borrow a phone to talk to someone.
Why can't I find an online contact form or email address to write to?
The only help I found ended up finally directing me to a phone number and said I need an order number for a refund.
There is no order number because I DIDN'T ORDER IT!

Pending   
Pre-auth Memo Hold / Pre auth DRI*AVAST Software LOC: MINNETONKA MN
-$52.74

Offline bob3160

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Re: Why can't I find email support?
« Reply #1 on: December 15, 2019, 11:28:11 PM »
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 Pondus

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Re: Why can't I find email support?
« Reply #2 on: December 15, 2019, 11:49:42 PM »
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.
And if you click your way tru that you end with a phone number

also see  https://forum.avast.com/index.php?topic=231084.msg1529242#msg1529242



Offline DavidR

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Re: Why can't I find email support?
« Reply #3 on: December 16, 2019, 12:32:49 AM »
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.
And if you click your way tru that you end with a phone number

also see  https://forum.avast.com/index.php?topic=231084.msg1529242#msg1529242

I was able to navigate through to a point were I (entered details on why I wanted a refund and my order info), https://support.avast.com/en-ww/contact/sales_refund/ I would then be able to submit a support ticket - not a telephone.

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Offline Tiffany63

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Re: Why can't I find email support?
« Reply #4 on: December 16, 2019, 04:56:02 AM »
Thank you so much! I don't know how you got to where you got. When I tried, every avenue led to a toll free number. But I officially have a refund request put in, I am grateful to you :)

Offline DavidR

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Re: Why can't I find email support?
« Reply #5 on: December 16, 2019, 10:16:46 AM »
You're welcome.

The link that I gave (image1 attached) is where I branched off from the Support Article 24 (orders and refunds) that you got before. 

Obviously there is only so far I can go on certain paths as I don't have a subscription for any of the paid products, so I couldn't click the 'Submit Request' button.
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Offline Amyj93

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Re: Why can't I find email support?
« Reply #6 on: December 27, 2019, 03:52:44 AM »
You're welcome.

The link that I gave (image1 attached) is where I branched off from the Support Article 24 (orders and refunds) that you got before. 

Obviously there is only so far I can go on certain paths as I don't have a subscription for any of the paid products, so I couldn't click the 'Submit Request' button.
Is it for free to submit a ticket to ask something important?

Offline Amyj93

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Re: Why can't I find email support?
« Reply #7 on: December 27, 2019, 04:06:56 AM »
Thank you so much! I don't know how you got to where you got. When I tried, every avenue led to a toll free number. But I officially have a refund request put in, I am grateful to you :)
How can one be charged for something never ordered, and without giving banking information? Is this possible?

Offline Asyn

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Re: Why can't I find email support?
« Reply #8 on: December 27, 2019, 11:46:03 AM »
You're welcome.

The link that I gave (image1 attached) is where I branched off from the Support Article 24 (orders and refunds) that you got before. 

Obviously there is only so far I can go on certain paths as I don't have a subscription for any of the paid products, so I couldn't click the 'Submit Request' button.
Is it for free to submit a ticket to ask something important?
If you run a paid version, yes. Else, you need to stick to the forum.
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Offline Amyj93

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Re: Why can't I find email support?
« Reply #9 on: December 27, 2019, 03:09:40 PM »
Ok. So one who use a free version cannot submit a ticket at all?

Offline bob3160

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Re: Why can't I find email support?
« Reply #10 on: December 27, 2019, 04:06:21 PM »
Ok. So one who use a free version cannot submit a ticket at all?
Asyn has already answered your question.
If you use the free version you're help is via the Forum.
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Offline Amyj93

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Re: Why can't I find email support?
« Reply #11 on: December 27, 2019, 04:43:52 PM »
Ok. So one who use a free version cannot submit a ticket at all?
Asyn has already answered your question.
If you use the free version you're help is via the Forum.
Ok. So if I do not give any bank info, I wouldn’t be charged. Isn’t it? This would be logic

Offline DavidR

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Re: Why can't I find email support?
« Reply #12 on: December 27, 2019, 07:28:20 PM »
Ok. So one who use a free version cannot submit a ticket at all?
Asyn has already answered your question.
If you use the free version you're help is via the Forum.
Ok. So if I do not give any bank info, I wouldn’t be charged. Isn’t it? This would be logic

If your bank (for whatever reason) has been charged then you would technically be a paid user, seeking a refund.

However if you didn't give your bank details how could Avast have got it to use it and why. 
Quote from: Extract from the first post in this topic by Tiffany63.
My bank account was just charged over $50 for a service that I don't have, never ordered, and don't want.

We have actually seen this before in the forums where someone else with access to your computer (and bank account details) could have signed up for the trial and subsequently charged when the trial ended.

Before that payment was taken you should have received an email notification, which presumably you didn't.
« Last Edit: December 27, 2019, 08:05:20 PM by DavidR »
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Offline Amyj93

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Re: Why can't I find email support?
« Reply #13 on: December 27, 2019, 07:49:45 PM »

However if you didn't give your bank details how could Avast have got it to use it and why. 

No, didn’t give any bank info. So it is ok. But I saw the example above, and got a little concerned
« Last Edit: December 27, 2019, 07:52:11 PM by Amyj93 »

Offline DavidR

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Re: Why can't I find email support?
« Reply #14 on: December 27, 2019, 08:07:50 PM »

However if you didn't give your bank details how could Avast have got it to use it and why. 

No, didn’t give any bank info. So it is ok. But I saw the example above, and got a little concerned

If you didn't give your bank details then you shouldn't have a problem.

My quoted text refers to the first post (which I have modified to try to make it clearer) in this topic (which at first I thought was also yours).
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