Why wont avast refund my unwanted auto-renewal.

[wow22]

On the 6th May 2020, I got a Paypal receipt for a Avast Premium Security payment for £49.99.   This was from an old PC that has been reformatted and given to charity 6 months ago, so inline with the Avast website I requested a refund for the unwanted auto-renewal.   I had Paypal block Avast from taking any further payments to ensure it would not happen again.  Heres where the stupid started, below I will copy paste the emails ive recieved from Avast Customer "Care" on this subject, with comments below each mail.

Thank you for writing us back.

We have located the order for Avast Premium Security (Ref. No. 76817066000) under the email addressjason@undyinguk.plus.com

Upon checking your order, we confirmed that you have raised the dispute request for this order.

We request you to contact your bank and request them to remove the chargeback. Once this has been removed, please reply to this email so that we can correctly process the refund for this order.

Unfortunately there is nothing we can do if you failed to clear the status. Please accept our apologies for any inconvenience that you have experienced.

Please provide us the proof of your charge-back cancellation along with this email.

We look forward to hear from you.
Best regards,
Balamurugan Maharaja
Avast Customer Care

At no point has my bank placed a chargeback on this payment as their advice was to chase Avast for the refund first.

Thank you for contacting Avast.
Greetings! This is with regards of your concern, upon checking on your account your subscription is still on a dispute status. We do suggest that since your bank confirmed that there isn't a charge back, a letter on a screenshot photo confirming about the back did not charged back the subscription. Kindly reply into this email attaching the screen shot photo of the letter.

We hope we were able to assist you with your concern. For further assistance you can give us a call or check our website for future reference. Thank you for choosing AVAST!

Avast Sales Support
UNITED KINGDOM TOLLFREE +44 800 048 8941
AUSTRALIA TOLLFREE +611 800 673 935
US TOLLFREE 855 745 3255

Avast Support link: https://support.avast.com

Best regards,
Clarissa Jane Angcay
Avast Customer Care

So what your asking for is written proof that something that didnt happen, didnt happen?

Thank you for contacting Avast.
Greetings! This is with regards to your concern. Upon checking on your account, your subscription is still on dispute and that is the reason why we cannot refund your money. What I can suggest is to call your bank to remove the dispute so we can process the refund right away.

We hope we were able to assist you with your concern. For further assistance you can give us a call or check our website for future reference. Thank you for choosing AVAST!

Avast Sales Support
UNITED KINGDOM TOLLFREE +44 800 048 8941

Avast Support link:https://support.avast.com

Best regards,
Clarissa Jane Angcay
Avast Customer Care

Again asking about a dispute created by my bank that my bank didnt create.

Thank you for contacting Avast.
Good day! This is in line with your refund request. As my thorough investigation, I found out why you bank telling that it was not put on the dispute on their end because your subscription was processed here in Avast via PayPal Express, it shows that the followingorder No. (76817066000) and linked to your other emailjason@undyinguk.plus.com is in chargeback status. This means that you or PayPal placed the order in chargeback and this has blocked us from processing a refund correctly on the order. In order to correct this issue, we advise that you need to speak with PayPal and request to remove the chargeback. Once this has been removed, please reply to this email so that we can correctly process the refund on the order. Unfortunately there is nothing we can do until you PayPal has cleared this status.

If PayPal claims they have removed the dispute and you receive this email, that means our system is not showing it as removed. Please provide a signed document from PayPal on company letterhead stating that all disputes around the charge in question have been dropped. This will allow us to manually correct our records to match, so we can complete the refund.

Should you have any other questions or concerns, please let us know by calling our phone number 1-855-745-3255. We appreciate your cooperation on resolving this issue.


Best regards,
Jessie Juera
Avast Customer Care

Admittedly I lost my temper at this point and merely demanded that Avast stop messing me around and give me my refund.

Thank you for writing back to us.

We understand your concern. We are willing to process the refund but unfortunately our access to refund your money has already been blocked by PayPal due to the chargeback. We are sorry that we mentioned that the bank has disputed the charge, mistakenly.

If you could contact PayPal once and enquire about the transaction, they will be able to provide the status of the transaction. That would help us to provide a resolution for your request. We request your patience and cooperation so that we could solve the issue without any further delay.

Thank you for your understanding.

Best regards,
Prathap Singh
Avast Customer Care

So i go back to Paypal and ask them to remove the block from Avast so they can process my refund, They agree to and so I mail Avast and inform them that the block has been removed.

Thank you for contacting Avast.
I am very sorry for any inconvenience this may have cause you. If PayPal claims they have removed the dispute. Please provide a signed document from PayPal on company letterhead stating that all disputes around the charge in question have been dropped. This will allow us to manually correct our records to match, so we can complete the refund.

Should you have any other questions or concerns, please let us know. For future reference you can give us a call or check our website for further assistance.

Avast Sales Support

UNITED KINGDOM TOLLFREE +44 800 048 8941

AUSTRALIA TOLLFREE +611 800 673 935

US TOLLFREE 855 745 3255

Avast Support link: https://support.avast.com
Best regards,
Ardy Timpug
Avast Customer Care

Im sorry but getting the refund of an unwanted autorenewal shouldnt be this hard, just give me my money this is insane.

[bob3160]

Contact Sales:  https://support.avast.com/en-us/contact/sales/
If you don't have an order # use 00000000 then explain your problem.
Cancelling your trial,
If you used your credit card to get the trial then please check your email inbox there will be a confirmation email about the start of trial with a link to cancel it.

[wow22]

Hi Bob, I requested Avast give me a refund on the 6th May, I gave them all the information necessary for them to process the refund and all theyve given me is excuses why they cant refund it, the Avast website claims that all Avast products have a 30 return policy, yet I asked for a refund the day they took the money as it was an unwanted auto-renewal.

I didnt have a trial, I had bought a full version of the Internet Security package, 6 months into the 1 year, I bought a new PC, which had a different AV preinstalled so I went with that, not giving the Avast program a second thought till the auto-renewal kicked in.

I went straight to Avast and the site made it sound so easy to get a refund.

But this is very far from the truth.

I know my main post is extensive, but its copy pastes of Avast telling my why they "can't" process the refund, which sounds like a whole lot of BS to me.

If they're gonna offer a 30 return warranty on everything the least they could do is actually do it.

But it seems that is not the case, theyve got the money and the aint letting it go.

[bob3160]

Hi Bob, I requested Avast give me a refund on the 6th May, I gave them all the information necessary for them to process the refund and all theyve given me is excuses why they cant refund it, the Avast website claims that all Avast products have a 30 return policy, yet I asked for a refund the day they took the money as it was an unwanted auto-renewal.

I didnt have a trial, I had bought a full version of the Internet Security package, 6 months into the 1 year, I bought a new PC, which had a different AV preinstalled so I went with that, not giving the Avast program a second thought till the auto-renewal kicked in.

I went straight to Avast and the site made it sound so easy to get a refund.

But this is very far from the truth.

I know my main post is extensive, but its copy pastes of Avast telling my why they "can't" process the refund, which sounds like a whole lot of BS to me.

If they're gonna offer a 30 return warranty on everything the least they could do is actually do it.

But it seems that is not the case, theyve got the money and the aint letting it go.

Did you follow the instructions posted? If not please do that to get your money back.